Sr. Learning & Performance and Experience Management Consultant

Who Are We?

We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands – Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner – unite the brightest minds, the sharpest tech, and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn’t some distant reality – it's the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen.

How We Work?

Our hybrid work model (3 days in the office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. At the same time, it offers flexibility you need to focus and do your best work.

Mission and Goals :

We are seeking an experienced instructional designer and training program manager to join our global training team, with a focus on the APJ region. In this role, you willbe responsible for creating, localizing, and delivering training content to our partner training teams; managing the training program while building strong partnerships, and supporting product releases, knowledge sharing, tutorial development, and other collaborative initiatives as needed to support the broader APJ business.

The ideal candidate will have a proven track record in developing and evaluating training programs, delivering content for self-study, as well as inclassroom and virtual environments, maintaining training curricula, and analyzing agent performance metrics to identify and address training needs.

Objectives :

Responsibilities include but are not limited to the following.

Assess training needs through collaboration with training manager and other relevant stakeholders.

Work closely with partners and do gap analysis in collaboration with Quality Assurance & Experience Management teams.

Design training materials as needed both technical and non-technical for knowledge enhancement of the agents.

Ensure that training programs adhere to pertinent regulations and compliance standards, fostering strict adherence among all Partners.

Evaluate the effectiveness of training sessions by conducting assessments, collecting trainer feedback, and administering post-training quizzes.

Create engaging & interactive training sessions that suits different learning capabilities.

Utilize various instructional design methodologies to enhance learning outcomes.

Choose the optimum training methodology for carrying out the training curriculum based on the content.

Share reports about the partners' performance on a regular basis.

Participate in partner performance business reviews, providing constructive feedback and identifying areas for improvement.

Design and deliver partner trainer certification programs and train-the-trainer sessions, ensuring training teams are fully prepared and equipped to deliver the developed content.

Localize training materials between English and Japanese, working with Japanese-language curricula for local audiences and English-language content for agents supporting Japanese customers through machine translation.

Provide support to the APJ team when required in relation to product releases, knowledge base article creation / translation and feedback, product UAT, and helping drive success in that region.

Collaborate with colleagues, administrators, and other stakeholders to enhance curriculum coherence, share best practices, and contribute to the overall mission and goals of the company.

Competencies :

A strong background in training and instructional design, supported by 7 to 10 years of relevant experience.

Degree in a relevant field; additional certification such as CTT+ (Certified Technical Trainer) will be a bonus.

Hands-on experience of handling international customers.

Have excellent communication, presentation, and facilitation skills including an ability to communicate with all levels in the organization (technical, business, executive) in Japanese and English.

Experience in localizing training content between English and Japanese.

Proficiency in e-learning tools.

Customer service experience (contact center operations).

Knowledge of adult learning and training practices.

Proven ability to work with cross-functional teams.

Proficiency in assessment methodologies and learning evaluation techniques.

Detail-oriented mindset for reviewing and updating course materials.

Excellent time management skills.

Experience in managing partner training programs.

Self-driven and passionate individual who is looking to ideate and innovate.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.